Full-Time IT Support Engineer - Customer Focused

As a Customer Support Coordinator at Masabi, you will provide front-line support for transportation agencies and technology partners worldwide, ensuring high levels of satisfaction with our ticketing and fare-collection platform. You’ll use your problem-solving skills to address support incidents and collaborate with internal teams to resolve issues efficiently. In this role, you’ll build a solid understanding of our platform, systems, and hardware, and gain valuable experience working at the intersection of technology and public transport in a fast-paced, supportive environment.

Location: This role is only available to candidates based in Colombia in a fully remote model.

Responsibilities:

• Serve as the primary contact for 1st and 2nd line inbound support requests via phone and email, managing technical and non-technical issues with professionalism and courtesy
• Respond promptly to requests, gather troubleshooting data, and assist in resolving issues alongside product management and engineering teams
• Coordinate customer calls, progress reports, and incident management, ensuring resolution aligns with SLA performance standards
• Troubleshoot various technical issues on the Justride platform and related hardware
• Work with fellow coordinators to process rider account deletions, hardware returns, and replacements promptly
• Develop and maintain reference materials, incident management solutions, and online FAQs
• Gain a deep understanding of all Masabi products and how they are deployed in real-world scenarios
• Occasionally participate in on-call rotations during public holidays (with support and scheduling in place)

About You:

• Experience in enterprise software support within a client-facing role
• Technical skills gained through hands-on experience, education, or equivalent learning, with strong investigative, debugging, and problem-solving abilities
• Strong verbal and written communication skills in English, with meticulous attention to documenting processes
• Able to work independently while also contributing positively to team efforts, especially when working toward shared goals on tight timelines
• Proactive about learning and happy to share knowledge to help others grow

Nice to Have:

• Experience with customer service applications (Salesforce, Zendesk)
• Experience with SQL, REST APIs, and version control (Git)
• Knowledge of backend/frontend/mobile technologies (HTML, CSS, Javascript, JSON, Swift, Objective C, Kotlin, Java)
• Experience with cloud computing providers (AWS)

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